Artificial intelligence is becoming a bigger part of Bajaj Finance’s growth strategy, after AI-led customer engagement helped generate Rs. 517 crore in incremental loan disbursements during the June quarter. The retail-focused non-bank lender plans to expand its AI workforce from 230 to 400 employees.
“Our AI team is growing from 230 people to 400 people,” Vice Chairman Rajeev Jain said during the company’s earnings call. Bajaj Finance is also hiring 300 professionals for its digital platform team to support its next phase of technology-led growth.
During the quarter, the company analysed nearly 45 million customer interactions using AI-powered voice and text engines. This resulted in around 400,000 incremental customer offers and Rs. 517 crore in additional loan disbursements.
“Our focus is customer centricity, digital transformation and AI transformation. These three initiatives together have the potential to fundamentally change the economics of this company,” Jain said.
According to the investor presentation, AI-powered voice initiatives and text bots together supported Rs. 2,551 crore in loan disbursements during the quarter. The company expects this figure to reach Rs. 11,000-12,000 crore in FY27.
AI is also improving underwriting productivity by more than 20%, while AI-powered systems currently handle around 71% of do-it-yourself customer service interactions.
“We are moving from a push business to a pull business,” Jain said, highlighting how AI is helping identify customer needs proactively instead of relying mainly on traditional sales-led approaches.
Bajaj Finance has deployed 27 AI bots across functions and 17 AI applications for employees. It plans to increase these to 118 applications. Customer AI for business partners is expected to go live in Q2, followed by a retail rollout later this year.
The company is also focused on keeping AI costs under control. “Our principle is very simple. AI has to cost less than humans,” Jain said. Voice AI currently costs nearly one-third of human-assisted interactions. Bajaj Finance is using open-source models, retrieval augmented generation (RAG) architecture and smaller language models to optimise costs.
Bajaj Finance’s consolidated assets under management rose 24% year-on-year to Rs. 5.47 lakh crore as of June 30, 2026. Consolidated net profit increased 28% to Rs. 6,081 crore during the quarter.
Also read: Viksit Workforce for a Viksit Bharat
Do Follow: The Mainstream LinkedIn | The Mainstream Facebook | The Mainstream Youtube | The Mainstream Twitter
About us:
The Mainstream is a premier platform delivering the latest updates and informed perspectives across the technology business and cyber landscape. Built on research-driven, thought leadership and original intellectual property, The Mainstream also curates summits & conferences that convene decision makers to explore how technology reshapes industries and leadership. With a growing presence in India and globally across the Middle East, Africa, ASEAN, the USA, the UK and Australia, The Mainstream carries a vision to bring the latest happenings and insights to 8.2 billion people and to place technology at the centre of conversation for leaders navigating the future.